Donor Experience Coordinator (Remote)

ABOUT THE COMPANY

We manage transfers end-to-end using electronic monitoring and payment technology.

JOB SUMMARY

What you’ll bring:Exceptional alignment with GiveDirectly Values and active demonstration of our core competencies: emotional intelligence, problem solving, project management, follow-through, and fostering inclusivity. We welcome and strongly encourage applications from candidates who have personal or professional experience in the low-income and/or historically marginalized communities that we serve.Fluency in English is requiredStrong organizational skills and the ability to manage multiple workflows within defined timelinesExceptional attention to detail and commitment to data accuracyComfort working in Google Sheets, CRMs, and ticketing platforms, with the ability to quickly learn new systemsExcellent written communication skillsStrong customer service instincts, including skilled problem solving, patience, and high emotional intelligenceAbility to manage day-to-day operations and propose & implement process improvements

RESPONSIBILITIES

Donor experience & customer service (35%)Support customer service by resolving run rate donor requests and non-donor inquiries received via an email-based help desk (our info@ inbox)Resolve donation management requests by utilizing existing systems (CRM, payment processor, Impact Dashboard) Handle matching gift verification through various platforms & corresponding with donors to confirm completionAssist in ongoing maintenance of help desk ticketing system i.e. drafting new or updating outdated macros, adding ticket typesDevelop working knowledge of all DX processes to be able to provide coverage during times of high volume or to support team member’s annual leaveDonation processing (40%)Own donation processing for incoming donations made through offline channels (i.e. check and donor advised fund) and complete related data entry within SLAs for accuracy & timelinessWork with other fundraising members by providing contact owners and other internal stakeholders with reliable, timely updates about incoming donations (i.e. flagging high value donationsGrowth team and cross-team support (25%)Support ongoing initiatives to improve donation data accuracy with cross-team stakeholders (i.e. finance, compliance)Collaborate with broader growth team members to support on additional ad-hoc projects (i.e. hiring, maintaining knowledge databases)

REQUIRED SKILLS

Grant and fund management, Budgeting, financial planning, Reporting, Communication

REQUIRED EDUCATION

Diploma, Associate's degree